Protect America, Inc.

Complaint: [redacted]
I am rejecting this response because:lets talk about this section B which I have never seen nor hear of in the all the years I was used protect America .I signed up via phone on June 28, 2010 and and paid by phone for equipment all I ever recived have from protect America is a service manual and equipment no service contract. Other than the monthly billing statement I have not recived a single piece of liture from protect America pertaining to contract or services. Not one. I spoke to customer service twice once in Oct. and then in Nov. and in both phone conversation we spoke about me sending a written cancellation along with my final payment not once did they state to me anthing about Section B . Note I used the return evelope supply by protect America and nowhere does it state that it was going to a third party, I thought it was going to protect America directly.  Now if customer service had asked meduring our first or second phone conversations that they needed me to sent that written notice again I would have all they had to do was supply me a working fax number or a correct mailling address . Customer serivce chose to be unhelpful and very rudy on the phone.This entire problem could have been avoided if protect America had a beter trained staff. I said this before I have never miss a paymentnever late. I take pride in that . As a paying customer I have a right to cancel sevice anytime , and I did so both written and verbally.[redacted] was sent to my home via mail in the form of a post card sometime in late Nov. or early Dec. By protect America On the post card it stated your attention is required to avoid service interruption. Now by late Nov. protect America already knew that Iwanted service stop not interruption. I try emailing [redacted] with hopes that I could get help from someone there,since customerservice was both unhelpful and very rude and I did not want to speak to them any more. Well [redacted] was an invaild email address non working just like customer service. Then I found on the web [redacted] so I sent them an many emails explaing to them that I had cancel back in Oct. Well I got no help [redacted] they did not respond to any of my email until early Jan. and the response I did get was that service will be cancel effected  Jan 31. thats it. Also I just want to said I do get phone calls from protect America I see it on the phone caller IDbut when me or my wife pick up the phone who ever it is from protect America hang up the second they hear someone speaking .This has happen beter than ten times , I quess it a form of harrassment on thier part or just poorly trained staff hired by protect America . Now if protect America wants to sent this flase claim to a collection agency and my credit is damage in any way I will take the collection agency and protect America to small claim court and sue for damages.    
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted]. We've had the opportunity to speak with Ms. [redacted] and are working together to reach a resolution. We ask that Ms. [redacted] continue to allow Protect America to Assist.

Protect America has received the rejected offer submitted by Mr. [redacted]. Mr. [redacted] did not have a camera as part of the initial equipment and thus, not being charged for any camera or any camera services. We sent a courtesy camera out to him recently which means that we are not charging him for it. He acknowledged that he received it. We are unable to make any adjustments to the bill because he was never charged for any camera or camera services. We are encouraging him to contact us at [redacted] to assist with the installation process or any further concerns.

Complaint: [redacted]
I am rejecting this response because: I feel as though I submitted my request for cancellation according to what I was told. Had I known that a 30 day written notice was needed prior to our contract being up on July 30th, I would sent in the written notice prior to the end of our contract. I feel as though they used our contract end date, which was on a Saturday to throw that in about a 30 day written notice, when in fact we were told that someone from the cancellation department would contact us within 2 business days, and they never did. My wife contacted them and I was told that they needed to speak with me in order for the cancellation to be valid. I do not feel we should have to pay for the month of September for services that we clearly asked to be terminated immediately and they still charged us for. I have attached a copy of the email that was sent to their cancellation department. 
Regards,
[redacted]

Protect America, Inc. would like to apologize for the previous response not being to standards for Ms. [redacted]. With that said we have come to the conclusion that given the circumstance Protect America, Inc. provided Ms. [redacted] a credit towards her account due to the inconvenience experienced. This offer was accepted and acknowledged by Ms. [redacted]. Furthermore Ms. [redacted] has agreed and acknowledged the contract and the terms and conditions. This contract is dated September 30, 2014. Ms. [redacted] is under a 36 month agreement which is due to expire September 30, 2017.

Complaint: [redacted]
I am rejecting this response because:the statements that are made are incorrect. Every time either myself or my...

husband has called to speak with a customer representative at Protect America we are on the phone for extensive periods of time and I have exhausted all efforts with the company. This is why I have enlisted the services of Revdex.com for a resolution to this matter because no favorable resolution has been made or offered by Protect America. Please have them provide Revdex.com of Central, Coastal, Southwest Texas and the Permian Basin with their proposed resolution.As previously stated the service has not been connected and active for over 15 months. In addition prior to that the service was not functioning properly. We purchased two cameras for $200 each and the cameras continued to go offline and would not function with the iPhone or Android apps. The merchant would not allow us to lower our monthly plan from $65 to $37. I have repeatedly attempted to cancel this service with the merchant under favorable terms but to no avail. I would like a settlement on the account for $250 and will return all equipment to the merchant. 
Regards,
[redacted]

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and will accept the resolution, but note the business was unwilling to assist until I filed this complaint with the Revdex.com and posted an unsatisfactory review on YELP. This is the resolution I was looking for, however Protect America has a consistent pattern of not taking care of customers until they are publicly called out. I cannot in good conscience recommend this company to anyone looking for home security services.
Regards,
[redacted]

I purchased this warranty when I purchased my truck. 8 months later my truck isn't running right. I take it to the mechanic and he does his diagnosis and says the motor doesn't have the proper oil pressure it needs to operate correctly. He called the warranty company to tell them this and they said they will not cover this. They need more detailed diagnosis. My mechanic said that when he talks to them it seems like they don't want to hear what he has to say.

Protect America has received the complaint submitted by Mr. [redacted]. As per Protect America contract terms and conditions, a 30 day written notice is required to process cancellation of the account. This information was provided to him on the initial sales call dated August 10, 2013 and was...

recapitulated to him on November 29, 2016. We received his 30 day written cancellation notice and processed the cancellation of the account accordingly. We ask that he allows Protect America to assist with any further concerns.

We have tried calling [redacted] to discuss this and better understand his concerns. We've not been able to contact him, but left a voice mail with call back information.Per what he has advised Revdex.com, [redacted] mailed us a cancellation notice in September 2014 using a return envelope that accompanied a post card he received in November 2014. Additionally, he stated our post card included contact email: [redacted]. Protect America does not mail post cards regarding past due balances. We send 8.5x11 letters. Aside from a PO BOX to send payments to, they include a phone number to call, no email address.[redacted] stated that he called us twice to cancel and that he's been receiving calls from Protect America whereby we are hanging up once he or his wife answer. We have reviewed all calls since June 2010 (when [redacted] began service with us). We have been trying to contact [redacted] since November 2012 to update his payment info on file.  [redacted] has been paying his Protect America service via receipt of mailed past due notices. On occasion, his balance accrued for 2 to 3 months before we received any payment. We have no record of him returning our calls. A total of 15 attempts were made, and our team members waited through hearing a voice message to either disconnect or leave a message. No recordings suggest our team members were hanging up once someone answered. A 16th attempt was made on 12/30/14, whereby [redacted] answered and stated he sent a cancellation notice with his September 2014 payment. He also explained that he spoke to someone in late November or Early December who confirmed his cancellation notice was received and would be processed. Such a call does not exist in our records. He was advised of this and was provided [redacted].com to email a cancellation request. He then called the next day, asking how long we've been offering a $19.99 monthly rate and why he, an existing customer, was not automatically lowered to that rate once we started offering it. We reviewed how much equipment he was provided with and determined that he is paying the lowest monthly rate available for the size of his equipment bundle. These are the only 2 calls where we had contact with [redacted] since he installed his system in 2010.I also want to clarify that when customers call us to initiate services, one of our Sales Team Members instruct customers to go to our website and complete an online agreement. Customers will receive an email with a link that is valid for 7 days, allowing them to view and print their agreement. [redacted]'s sales call was reviewed and the aforementioned happened as described. If [redacted] calls us and asks for a copy of his agreement, we are happy to provide one.

Complaint: [redacted]
I am rejecting this response because: I never received any equipment from this company. I never was notified of anything shipping after placing my order. Also, the charges were for a month of service AND equipment. Both of which I never received.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I'm ok with considering this case closed. They have accepted my payment saying it is payment on advance. My understanding is that they will continue the service for the life of the contract. I have not received this in writing as they said I would. Will let you know if there are any additional charges against my account. 
Regards,
[redacted]

Protect America has received the complaint submitted by Ms. [redacted]  We reviewed the account and calls and determined that the account was cancelled within the allotted contractual allowance period as per request and notification of the cancellation of the account was sent to Ms. [redacted]...

email. We ask that she allows Protect America to assist with further inquiries.

Protect America, Inc. has received the response submitted by
Mr. [redacted]. Upon further review, the balance for February was not discussed
at the time the agreement was made about cancelling the service. It was
discussed that we would meet halfway on the charges in question. This is why
the credit for the month of November was promised. A credit of $49.99 was
applied to Mr. [redacted]'s account because a charge for November was still
drafted. In turn, this cleared the balance that was on the account from the month
of February.  There is currently no
balance on Mr. [redacted]'s account, and he will not receive any more calls or
charges in association with the service. We ask that Mr. [redacted] call Protect
America, Inc. at ###-###-#### to discuss any further concerns.

Protect America has received the complaint submitted by Mr. [redacted]. As per Protect America's contract terms and conditions, the Agreement is for 36 months and we require a 30 day written notice from the main account holder to process a cancellation of the account. If the main account holder...

is medically incapacitated, then we would need a power of attorney that would permit us to provide the cancellation terms and conditions to the holder of the power of attorney. We have reviewed the account and determined that at this time we have not received the power of attorney yet. We advise him to contact Customer Service at [redacted] to assist him further.

Protect America, Inc. will be reaching out to Mr. [redacted] to come to an amicable resolution.

Protect America have received the rejected response from Mr. [redacted].  At this time we ask that Mr. [redacted] contact our cancellation team for his cancel options.

Complaint: [redacted]
I am rejecting this response because:Protect America has sent me a bill for 89.95 for the 3 months that has been proven my system was not working.  My credit card company, Bank of America, has denied their payments for the last three months in dispute and has reimbursed me, thus them sending me the bill. To fight with a corporate company over what is right and wrong is exhausting.  I was never told that I had to call in monthly to test my system, as I would of never enlisted their services.  I enlisted their services after my house was broken into and this was the initiating factor in my relationship with Protect America.   I am a 53 year old woman who owns her home by herself, and it is basically in the woods.   Clearly to them, as a corporate nationwide alarm company, it does not actually matter if they are providing the service they should of been.   Clearly it does not matter that their service records pointed out that my system was not working, and I should of been notified.  They are the big corporate and I am not..  Once again, a big corporation will 'bully' a small nobody consumer to pay them monies they do not deserve for services they did not provide.   I do not even remember signing a contract with them, as they shipped me the alarm system and my son installed it back in 2007.  Whether on contract or on morals, I was hoping that Protect America would just reimburse me or credit me the months (June to August) where it was proven that my system was not working.  I have requested their reports of the results from my system for the 8 years that I was their customer. It was a resounding no. So once again, I must say this is exhausting and very disheartening that a big corporation needs the $89.95 more than me, even if they did not provide the services. All is well, I will pay the bill and be done with them.  Thank you for all your help as I am truly grateful, even if a positive resolution in my favor was not reached.I am just hoping that other consumers do not get caught in my situation with Protect America..... 
Regards,
[redacted]

Protect America has received the complaint submitted by Mr. [redacted]. Upon review, our records do not indicate a verbal request to cancel in November. While we do sympathize with Mr. [redacted], it is outlined in the agreement that Protect America requires a 30 day written notice prior to any term...

in order to cancel services. We are able to accept this Revdex.com complaint as Mr. [redacted]'s written request for cancellation. The account is set to cancel on April 30, 2015. Attached is a copy of the agreement.

Complaint: [redacted]
I am rejecting this response because:The contract clearly states "for monitoring and other services, payable at the rate of $46.99 monthly".  I have not utilized any monitoring or "other services" from Protect America.  Nothing was ever turned on, used or serviced.  I made it clear I would be on vacation, and the system and 14 day period started anyway.  At day 17, I made it clear that I did not want the service or equipment and returned it.  Protect America ACCEPTED the returned equipment.  With that, Protect America cannot expect a monthly payment for absolutely no services performed or product.  Had something bee hooked up or the product not accepted upon return, I can see where a contract may be considered executed.  In this case, that did not happen.  I paid the restocking fee for the equipment.  I also made it clear that I understood that because I was 3 days beyond the 14 day window, (although I absolutely disagree that I did not make it clear I was on vacation and the equipment should not be shipped - I have asked for a transcript of that call and not received it) and the rep was giving me no other viable options, that I would pay a cancellation fee if necessary to account for time spend by Protect America.  I asked about a lower monthly cost, being that I had zero services and zero equipment, again that was denied.  While Protect America seems to have a contract that puts the consumer at a significant disadvantage, in this case, I have never been provided any service and possess no equipment from this company.  The invoice received and dated 8/4/2015 has no detail of what the charges are for.  Detailed invoices of what services or products are a necessary piece of billing and fair business practices.  Protect America is not following that in this instance.This is not resolved.  No service or equipment was ever utilized from this company with regard to my account.  I would like my account closed immediately and the restocking fee to be considered payment in full. 
Regards,
[redacted]